Wayfair Customer Service Issues

Dear Forum Members, I would like to address the misinformation regarding my communication with JW Logistics. Contrary to what was stated, I did speak with two representatives from JW Logistics on Friday, May 28th, [redacted]. Jennifer Ferguson informed me that the delivery would be scheduled for this week and that she would provide further updates. However, the call ended abruptly after I inquired why the package was not left according to the instructions. Initially, the delivery was set for Thursday, May 28th, [redacted], with a delivery driver informing me of a 4:45 PM drop-off time. Unfortunately, the delivery driver did not arrive. Subsequently, at 6:01 PM, I received another call from the driver without a voicemail. Following these events, I reached out to JW Logistics and spoke with a less than professional Jennifer Ferguson, who was rude and disrespectful. Despite addressing my concerns, her attitude deteriorated, leading to an abrupt disconnection. Despite my efforts to resolve this issue, I am yet to receive a response from JW Logistics. I want to emphasize that I have made no contact attempts in rescheduling this delivery, nor have I received any emails or phone calls regarding the matter. The order, placed on May 22nd, continues to be incomplete, with only the footboard delivered about two weeks ago, leaving me with an incomplete set. I am available for delivery any day this week. Thank you, Jeannine W.

I received an order that was damaged in transit. I informed the driver, but no action was taken. I have initiated a return, which is currently being processed. However, I am unhappy about having to pay for shipping due to the fault lying with the shipping process. The returns process seems quite complicated, as I was looking to get a replacement but couldn't find that option. Consequently, I will now have to incur additional shipping costs. Additionally, I purchased a cushion in the same order, which would be considered a separate order upon return, incurring another round of shipping fees. I hope this matter can be resolved promptly as it doesn't seem fair for me to be at a disadvantage in this situation.

I ordered the Amaury six-piece dining set, but my delivery only included two chairs instead of four as described and pictured. Despite the conflicting information in the description, it clearly states "what’s included - six pieces." All reviews also show the set with six pieces, and the name itself suggests it should come with six pieces. I have attempted to contact customer service multiple times but have been on hold for over an hour each time.

Order #[redacted], for a chair, was delivered with an incorrect back leg. The two back legs are supposed to bow out in opposite directions, but I received two identical back legs. I contacted customer service right away and spoke with Eric. He was very friendly and helpful, promising to send replacements for all four legs. Eric mentioned they would arrive by June 1, but they have not shown up yet. The contact number Eric provided does not work, so I can't reach out to him for updates. Unfortunately, he did not give me an order or verification number. This lack of information makes it hard for me to track the shipment. It's my first order from Wayfair, and I am disappointed by this experience. I've always heard positive things about your company and the products you offer.

Subject: Order Issue with Wayfair - Request for White Planters Hello, I wish to address an issue with my recent purchase. Upon receiving my order on June 1, [redacted], I noticed that instead of the Elianna Polypropylene planter boxes in Casper White that I had ordered, I received terra cotta planters. I specifically need the Casper White planters to match the other items from my order. Yesterday, I spent over three hours on hold trying to reach customer service without success. Could you please assist me in correcting this error and sending me the correct products? Additionally, I am inquiring about any discount if I were to keep the wrong items rather than return them. Thank you for your prompt attention to this matter. Best regards, Mary S.

1) My shipment has not arrived despite the tracking showing it as delivered. I attempted to track it on the FedEx website, but unfortunately, the system could not recognize the tracking number. I have saved screenshots of this issue. I have been trying to reach customer service, waiting on hold for over an hour today, and have been charged for this missing order. Spending hours on the phone is not practical for me. Order #: [redacted] FedEx Tracking #: [redacted]4 2) I received a whole chair as a replacement for my faulty one with a defective seat cushion. I have not opened the box yet due to the difficulty in contacting customer service by phone after multiple attempts. I do not want the entire chair, and I am keen on having it picked up and returned to Wayfair. I can manage with the defective cushion/cover, given the generally poor quality of the furniture. 3) I have reported an item that I did not order, which Wayfair confirmed as a shipping error. Despite this, the item remains with me, and I am in need of it being collected.

This is my third attempt to contact your company. I have been holding for over an hour with your customer service. The hold time was initially quoted at 45 minutes. I have two issues to address. Firstly, I need to return the cabinet I recently purchased. After unpacking it just 12 minutes ago, I found it to be lightweight, flimsy, and even cracked on the left front leg. For a product priced at over $[redacted], the quality is below expectations, and it is disappointing. Secondly, I am unable to locate my purchase in my account to access the invoice. It was previously available but seems to have disappeared. I have already emailed a picture of the cracked cabinet to you.

On April 29th, I ordered 6 Connor Buffalo red plaid Blackout single curtain panels totaling $[redacted], debited from my bank account. Despite my attempts over the past few weeks, I haven't been able to reach anyone for assistance. Unfortunately, after discarding the packaging, I noticed that two panels do not match in length. The discrepancy of about two inches on the 84" panels is visibly distracting near my sliding door. I understand you offer sizes of 84" and 95", and this error is very apparent to me. Please help me rectify this issue as communicating with your company has proven extremely challenging. My updated email address is [redacted], as the one on file may still be my old address [redacted] I would appreciate prompt assistance as this purchase was significant for me.

Order #[redacted]: I already received the Adirondack chairs and table, but the two chaise loungers I ordered are still missing. Even though the website states they were delivered, they were not received. After contacting customer service, I was informed that there was an error in scanning the shipping label, and the items were not actually shipped. I received two FEDEX shipping numbers, but upon checking their status ([redacted]48 and [redacted]78), there has been no movement. Wayfair now indicates that the Arianna Reclining Chair is out of stock until July 4th. After waiting on the phone for over an hour, I am simply requesting a full refund, including shipping costs, as the loungers were never shipped. Any assistance in resolving this matter would be greatly appreciated. Thank you, Christine Foresta.

I purchased a Lucin sofa from Red Barrell Studios (order #[redacted]) in late May, expecting it to measure 82.9 inches in width per Wayfair's website. However, the sofa delivered is only about 63 inches wide. I am dissatisfied as this does not match what was advertised. Wayfair is requesting a $[redacted] return shipping fee and for me to transport the [redacted]-pound sofa to a Fed-Ex facility, which I find unreasonable given the error lies with the website. I have the sofa ready in its original packaging in my garage for pickup. I am a senior citizen and unable to handle the return process. I would like a full refund of $[redacted].79 credited back to my Discover credit card. If the refund is not processed by my upcoming billing statement on the 21st of June, I will escalate this with Discover.

I recently ordered the Saltram Rug in Floral, Aqua by Ebern Design, but received the Lt Cottage Floral in Teal by Garden Treasures instead. When the rug arrived, it was a different color and not what I expected. I had someone help me unpack and set up the new deck furniture and the rug, as I am unable to do it myself. Unfortunately, it turned out to be the incorrect item. It seems like others have had similar experiences based on reviews, and despite my attempts to contact customer service, no one has responded. I had to pay to have the rug repackaged for return and will need to pay for assistance once again when the correct rug arrives. I refuse to cover the return shipping costs for their mistake. I am seeking either an exchange for the correct rug or a full refund if Wayfair cannot fulfill my original order.

I placed an order on 4/26/[redacted], expecting it to be shipped by 5/29 (a long wait). I anticipated receiving it around 5/11, but just received an email today stating it's delayed and now backordered. I have company arriving on 6/18, and I was counting on having this item by then. Can you please provide me with an updated expected delivery date to my residence? Also, is there any possibility of receiving an additional discount due to the delay? I need this information to determine if I should cancel my order and purchase from another vendor.

Order #[redacted]: I purchased a Samsung dryer from your store a while back. While I understand there might be delays in delivery, I'm concerned about the lack of details in My Account regarding the delivery and installation. When I made the purchase, it was stated that the price included delivery to my laundry room, installation, and all necessary parts. However, these specifics are not mentioned on the invoice. I can handle the delays, but I need to ensure that the delivery men are aware of the agreed-upon services. It's important to me that the invoice clearly lists delivery to the laundry room, installation of the dryer, and all required parts. Although the delivery date has shifted twice, I want to avoid any surprises upon the dryer's arrival. Having these details on the invoice will ensure a smooth completion of the deal.

I placed an order for a Samsung dryer with invoice #[redacted] several months ago. While I understand there may be delays in delivery, my concern is regarding the details not appearing under My Account. At the time of purchase, the terms included delivery to my laundry room, installation (with all necessary parts), all included in the price. However, upon reviewing the invoice, I do not see in-home delivery, installation, or the required parts listed. I am prepared for the delay, but I want to ensure that the delivery team is aware that they are expected to deliver it to the laundry room and install it with all necessary parts. Despite the two delays in the delivery date, I want to avoid any confusion when the dryer arrives. It is crucial to have these services clearly outlined on the invoice for a smooth delivery process.

Order # [redacted] - Daniel Martini, I followed the instructions to assemble the wall cabinet, but unfortunately, the doors are misaligned and won't close due to unadjustable hinges. I've been unable to reach Wayfair through the phone number provided. When I tried the chat, I was directed to JustAnswer for a fee. They weren't able to help either and ended my session. With no solution in sight, I believe the cabinet is defective and can't be fixed with new doors of the same size. I'm disappointed as the product sits unused in my garage after spending $[redacted] on it. I request a refund and am willing to return the item if given appropriate packaging and a shipping label. My neighbor, a contractor, agrees that the cabinet is irreparable. This experience with Wayfair, SimpliHome, and JustAnswer has been frustrating. I hope for a resolution soon. Thank you, Daniel Martini

I have been attempting to reach your customer service for three weeks now. I've endured over four hours of wait time on the phone. I am extremely disappointed with the lack of assistance I have received and must escalate this if I don't receive a reply to this email. I purchased a set of shelves approximately 3-4 months ago. Despite multiple shipping notifications, the shelves kept getting returned due to damage. Finally, three weeks ago, I received the shelves in a severely damaged package with missing parts. I require 5 more legs and 3 pole connecting brackets to assemble the shelves. The current situation is unacceptable, and I urgently need the missing components. I have been patient, considering the impact of Covid-19; however, this delay is excessive. Kindly provide a prompt resolution to this issue.

On 5/23, I placed an order for 2 Wingert Round Crochet bath rugs in gray and 1 Jeip Ultra Absorbent bath mat in linen. I received the 2 Wingert Round Crochet rugs in "Peach" instead of gray. After returning them and reordering on 5/29, I got the correct rugs on June 4th. However, I haven't received the Jeip Ultra Bath rug in linen from the initial order. When tracking #1Z9Y[redacted][redacted], it shows the item as delivered, even though only the Wingert Round Crochet rugs arrived. My orders section is not displaying any details, and I'm concerned about the mix-up. Please assist me promptly as I either need the missing rugs I paid for or a $37.79 credit to my account. This situation is frustrating, and I hope to resolve it soon to keep doing business with Wayfair. Thank you, Kelly B

Order #[redacted] Delivery Address: Jessica N., 12 Coral Drive, Hamilton, ON, Canada L8V 2N5 I am concerned about my recent order. I noticed a refund on my credit card statement, but I never received any correspondence indicating that the item would not be delivered as planned on June 3, [redacted]. I have attempted to contact Wayfair multiple times without success, waiting on hold for over an hour. This was my first order with Wayfair and I am quite dissatisfied with the experience. Can someone please investigate this matter and provide me with an update?

Concerning my order #[redacted] for the Queen Platt Upholstered Platform Bed made on May 20th, I am growing concerned about the delay in delivery. The item has been sitting in South Elgin, IL since May 29th and according to tracking details, it should reach AllModern by June 9th. Unfortunately, I have experienced one delay already. I have attempted to contact customer service three times, with significant hold times each instance. I am seeking clarification on the current location of my package and whether it will be delivered on the expected date of June 9th or if there will be further delays.

I tried to order items on 6th March [redacted]. Each time I tried to checkout from my device, it displayed an error message saying the item is no longer available. After this happened three times (I was trying to purchase items that were almost sold out), I finally managed to place an order for 2 mattresses. Suddenly, I received confirmation that 4 mattresses and 1 headboard are being shipped! I need to return 2 mattresses (I will keep the headboard as I wanted it and was previously told it was out of stock). I do not want to pay for the return shipping. What should I do next?